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Open nowFirst seen 5 days ago

Team Lead - Operations

Q2 HR Solutions - Group of Companies328 open roles

Where
Quezon City, Metro Manila, Philippines
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Your applicationOpen nowTeam Lead - OperationsQ2 HR Solutions - Group of Companies · Quezon City, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Q2 HR Solutions - Group of Companies's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

About the Role

We are looking for a driven and people-oriented Team Lead to oversee day-to-day operations and lead a team in delivering high-quality service. This role is responsible for ensuring team performance meets KPIs, coaching team members, and maintaining operational efficiency. The ideal candidate has strong experience in a BPO/shared services environment and a passion for developing people.

Key Responsibilities

Operations Management

  • Supervise daily team activities to ensure SLA and KPI targets are met
  • Monitor performance metrics such as AHT, CSAT, FCR, Quality, and Productivity
  • Ensure adherence to schedules, attendance, and operational processes
  • Handle escalations and resolve customer or process-related issues

People Management

  • Coach, mentor, and develop team members through regular feedback and 1:1 sessions
  • Conduct performance reviews and create action plans for improvement
  • Drive employee engagement and maintain a positive team culture
  • Manage attrition and attendance within acceptable targets

Performance & Reporting

  • Track and analyze team performance data and prepare reports
  • Identify performance gaps and implement corrective actions
  • Collaborate with QA and Training teams to improve overall performance

Client & Stakeholder Coordination

  • Support operations managers in client communications and reporting
  • Ensure team alignment with client expectations and business goals
  • Participate in business reviews and calibration sessions

Process Improvement

  • Identify opportunities for process improvements and efficiency
  • Support implementation of new tools, workflows, and best practices
  • Promote continuous improvement within the team

Qualifications

  • Bachelor's degree preferred
  • 2–5+ years of experience in BPO, customer service, or shared services
  • At least 1–2 years of experience in a supervisory or Team Lead role
  • Strong understanding of contact center metrics and operations
  • Experience handling voice, non-voice, or back-office accounts

Skills & Competencies

  • Strong leadership and coaching skills
  • Excellent communication and interpersonal abilities
  • Analytical and data-driven mindset
  • Problem-solving and decision-making skills
  • Ability to work in a fast-paced and dynamic environment
  • Strong time management and organizational skills

Benefits

  • HMO coverage (with dependents upon regularization)
  • Life and accident insurance
  • Competitive salary with performance incentives
  • Paid leaves and holiday pay
  • Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
  • Career growth opportunities

Why Join Us

  • Opportunity to lead and develop a high-performing team
  • Exposure to global clients and diverse accounts
  • Structured career growth into Operations Manager roles
  • Supportive and performance-driven work environment
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  1. A CV for this posting

    Written against Q2 HR Solutions - Group of Companies's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Q2 HR Solutions - Group of Companies's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Q2 HR Solutions - Group of Companies's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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